Slack

Slack brings all your team communications into a central hub. In addition to group chat and instant messaging, Slack integrates with many of the services you use every day and posts automatic updates in a channel (similar to a room) of your choice.

The Slack app allows you to post events from Help Scout (new conversations, customer replies, etc) instantly to the channel of your choice. You can even map different mailboxes to different channels. Each event will have a link to the conversation in question and an @mention of the person assigned when possible. Check out the snapshot below to see how it will look in action:

Activation instructions

1

Log in to Slack, then click on this
link to add the Help Scout integration to your Slack account. Once you're there, click on the green
Add Help Scout Integration button.

2

Grab the
API Token and
Webhook URL, then head over to Help Scout to finish up.

3

Install the Slack app, then paste your
API Token and
Webhook URL to the corresponding fields. Select which events you'd like to post to Slack, then select a channel for each mailbox. Don't forget to click the
Save button.

4

Once you've saved your settings and refresh the page, a new section will appear called "Mentions" where you can map your Help Scout Users to their usernames in Slack. Simply toggle the
Mentions Enabled button on, and start selecting your teammates' Slack usernames from the drop-down menus. Make sure to hit the
Save button!

Keep in mind that these @mentions will only trigger in Slack when a conversation is assigned to a User. If you'd prefer to be notified of new unassigned conversations, select a User from the "New Conversation @mention" menu so that that specific individual will receive those alerts in Slack.

Note: At this time, it is only possible to link
one Slack team/domain per Help Scout account.